Director & Head of Global Support with over 16 years of experience in IT, specializing in technical support management, strategic decision-making, and exceptional customer service. Proven track record in leading diverse teams across global locations, including India, the US, and Italy, ensuring top-tier service and responsiveness.Expert in planning and executing customer experience strategies, enhancing business units through technology integration and transferability. Extensive background in the Pharmaceutical Supply Chain domain, adept at navigating international regulations such as DSCSA, OMS/MDLP, EMVS, and others, ensuring compliance and seamless distribution.Achieved high customer satisfaction by implementing customer-centric support processes, conducting surveys, and identifying areas for improvement. Enhanced Net Promoter Score through strategic customer engagement and personalized support initiatives. Reduced average ticket resolution time by 25% through effective process enhancements and training.Skilled in managing cloud systems (Azure, AWS, Google Cloud), and proficient in Python programming and SQL querying. Known for leading cross-functional teams to drive operational excellence and achieve strategic goals. Seeking to leverage extensive experience in a dynamic IT organization to excel in management and strategic roles.